Give a customer more time
A customer asks for more time to change their order, for example because they are waiting for an answer about the right size. While the order's edit window is still open, you can extend it from the administration.
Before you start
- The window must still be open. A window that has closed cannot be reopened, because the order may already be with your warehouse or ERP.
- Your user needs the Edit permission for Orders. Without it, Extend window is greyed out.
Extend the window
- Open the order in the administration.
- Open the Changes tab.
- In the Order editing card, under Window, check that it reads Open and when it closes.
- Click Extend window.
- The dialog Give the shopper more time? explains what happens: the window gets its full length again, on top of the current deadline, and the order stays on hold until then. Click Extend window to confirm.
The confirmation reads "The shopper can now change the order until …" with the new closing time.
Example: the window length is 30 minutes and the window closes at 14:41. After you extend it, it closes at 15:11.
What changes
- The countdown the customer sees now counts down to the new closing time.
- The order stays On hold until the new closing time, so your ERP sees it later too.
- The Changes tab adds a Window extended row showing the old and the new closing time, with Merchant as the source.
You can extend the same window again while it is open. Each extension adds the window length once more.
If it does not work
- The button is missing. The window is already closed. The Window field reads Closed and gives the reason.
- An error appears. The message names the reason, usually that the window closed in the meantime. Reload the order to see its current status.